Customer Success Director

Job overview

The Customer Success Director role is hybrid, with a preference for working three days per week from Knit’s New York City headquarters; the company also has pods in Chicago and Washington, D.C., and describes itself as remote-friendly. Compensation is a $150,000–$170,000 annual base salary, with approximate annual on-target earnings of $180,000–$204,000 including commission. Knit is an AI-native research agency helping enterprise brands turn questions into research stories. The director owns a client portfolio and is accountable for retention, expansion, and account health. By combining research and product expertise with enablement and trusted client relationships, the role helps clients adopt Knit’s platform and grow the value of their research programs.

What you'll do

• Own a portfolio of clients and commercial accountability for retention, expansion, and account health
• lead renewals, pricing, scoping, and contract negotiations
• drive use-case activation across teams and budgets
• lead onboarding, platform setup, training, dashboard and report walkthroughs, and education on product releases
• build relationships across accounts, especially with economic buyers
• partner with Support to resolve issues
• advocate for client needs internally
• collaborate with Sales, Research, and Product.

What we're looking for

Skills & competencies

customer success director

customer success

enterprise clients

market research

client retention

account expansion

product enablement

research technology

knit

hybrid

new york city

chicago

washington dc

$150k–$170k base

Work arrangement

• Weekend coverage required

Benefits & perks

• Equity options
• medical, dental, and vision coverage
• additional coverage
• company laptop and one-time onboarding technology stipend
• 401(k) with company match
• flexible time off
• hybrid working.

Why this role

Customer Success role with no direct reports. Standard operating hours are Monday–Friday, 9 a.m.–5 p.m. ET. Benefits include equity options, healthcare, a technology stipend, 401(k) match, and flexible time off.

About the employer

Knit is hiring for this role. Industry: Research and Development in the Social Sciences and Humanities. Sector: 54.